Clerk IV (Graduate Student Service Center)

Title: Clerk IV

Executive Area: Academic Affairs

College/School/MBU: Other Academic Units

Department: Graduate Registrar

Work Location: Amherst

Schedule:Full Time

Work Arrangement:Hybrid

Job Summary

The Clerk IV provides operational and customer service support as part of the Graduate Student Service Center team that serves three functional areas: graduate admissions, graduate student records, and degree requirements. Serves applicants, students, faculty and staff on matters pertaining to one or more of these areas. This position requires a high level of independence and the ability to exercise sound judgment and balance urgent priorities.

Essential Functions

Provides customer service via phone, email as well as in-person. Answers questions using information from various resources including the student information system (SPIRE), online application system, document imaging system, National Student Clearinghouse, etc. Releases information according to federal and state law and established University guidelines.

Responds to inquiries from applicants, students, staff and faculty regarding Graduate School policies and procedures for graduate admissions, records and degree requirements as well as University policies and regulations. Takes action or facilitates the proper referral to other areas such as the Bursar's Office, Financial Aid, Global Affairs Office, IT Help Desk, etc.

Performs data entry tasks in the admissions application system and student information system. Data entry tasks may include processing: test scores, transcripts, admitted student responses, search/match records, course enrollment and grade changes, student withdrawals/readmission, transfer of credit, student milestones, degree requirements review, degree awarding, diploma orders, etc.

Maintains student records in the document imaging system. Uses workflow functionality to distribute tasks appropriately. Scans and uploads documents and attaches them to the appropriate student record for processing. Contributes to digitizing academic record paper archives.

Runs queries on the applicant and student information system; interprets data and performs data entry updates as needed. Identifies, troubleshoots and corrects errors to ensure integrity and accuracy of applicant and student record data.

Verifies enrollment and graduation status and reports changes through the National Student Clearinghouse. Addresses other requests for information from subpoenas, government agencies (e.g. Homeland Security, FBI, etc.), and other external sources.

Prioritizes work, balancing office procedures, fairness to clients, and the urgency of requests.

Works with supervisors and systems staff to ensure smooth processing of admissions applications and student record data. Work as part of a team to develop and revise work procedures that ensure efficient and effective flow of work.

Supervises student workers in digitizing academic record paper archives and the delivery of quality customer service.

Contributes to the successful execution of the Graduate School Commencement ceremonies and new graduate student orientation.

Other Functions

Performs other duties as assigned.

Minimum Qualifications

High School Diploma or equivalent and two years of related experience; OR an Associate's degree or higher.

Ability to work with a diverse community of applicants, students, faculty, and staff.

Strong oral and written communication skills. Exceptional interpersonal skills; ability to handle difficult customers with tact and a high level of professionalism.

Excellent organizational skills.

Ability to perform complex data entry with accuracy and attention to detail.

Ability to work under pressure, maintain accuracy, follow through on detailed tasks, prioritize responsibilities, and meet deadlines in a busy environment while exercising sound judgement.

Must be able to work both independently and as part of a team.

Computing proficiency; experience with data entry and administrative software and applications. Working knowledge of business English, spelling, punctuation, and math.

Ability to understand, explain, and apply Federal, State, and University laws, regulations and policies regarding the maintenance of applicant and student records

Flexibility in approaching tasks; willingness to contribute efforts toward office-wide priorities and projects.

Preferred Qualifications

Experience in an office setting in higher education administration.

Knowledge of University policies and procedures pertaining to graduate education.

Working Conditions

Work is performed in a standard office or indoor university environment and involves minimal physical exertion.

Work Schedule and Work Arrangement

Monday through Friday.

This position has the opportunity for a hybrid work schedule, which is defined by the University as an arrangement where an employee's work is regularly performed at a location other than the campus workspace for a portion of the week. As this position falls within the University Staff Association, it is subject to the terms and conditions of the University Staff Association collective bargaining agreement.

Salary Information

Pay Grade:USA/MTA Grade 13

Click here to view the Classified Step Scale.

Special Instructions for Applicants

Along with the application please submit a resume. References will be checked at the finalist stage. Please be prepared to provide contact information for three (3) professional references.

This position will remain open for the time period required by any applicable collective bargaining agreement and will continue until a suitable candidate pool is identified. Interested applicants are strongly encouraged to apply early.